Performance Management Analytics

Home › Our Solutions › Big Data & Interaction Analytics › Performance Management Analytics

PERFORMANCE MANAGEMENT ANALYTICS

DISCOVER HOW TO DRIVE
EXCELLENT CUSTOMER SERVICE PERFORMANCE

We drive the Customer Service

The growing complexity of the Customer Service systems and processes requires a different “governance” approach and a Performance Management platform able to support it.

Nowadays, to be able to compete, companies have to constantly improve the quality of their interactions with customers without increasing the costs. Providing significant and timely measurements of the Performances, among Processes, People and Technologies is a need as well as an ongoing challenge for the Customer Service and the Operation Manager.

The current reporting systems and simple dashboards often highlighting only the outcomes, are no longer enough, today. The managers need a solution able to provide a concrete operating support to turn the structured and unstructured data into predictive scenarios and information useful to develop effective action plans to improve both the performance and the Customer Experience.

3C-HYPEROPS PERFORMANCE MANAGEMENT ANALYTICS

The peculiarity of 3C-HYPEROPS lies in the holistic approach to the data analysis, which correlates performance and processes, thus identifying the system wastes and inefficiencies: few summary indicators provide a precise overview of the operations as a whole and analyze thoroughly each single metric and the related trends. The simulation of the metric trends in case, for example, of an increase in the contact volumes, allows to assess such metric trends in a predictive way and to implement immediate corrective actions.

Performace Management Analytics

3C-HYPEROPS monitors the KPIs from different viewpoints: they are grouped into classes and related to processes, thus immediately identifying the area to focus on.

3C-HYPEROPS – WHY IS DIFFERENT

3c hyperops why is different

3C-HYPEROPS – ENTERPRISE COMMAND CENTER

3C-HYPEROPS allows assessing also processes

According to the performance trend, the system highlights the processes related to each KPI and represents the level of potential impact on its metric.

The access to the most correct pieces of information, the immediate data availability, the integration of different interaction sources, the performance measurement, the ability to analyze and generate reports help the organizations to read the stream of information they collect through different open channels with their Customers and to aggregate them (transform them) into a structured knowledge (or finalized deep knowledge) to identify the areas where implementing corrective actions, improving the execution levels and more quickly satisfying the business demands and fixed targets.

BIZ CASE

Customer Interaction Analytics

3C-Solution

Adopting 3C-Hyperops by OMEGA3C, the company chose a tool that allowed it to implement many new KPIs required to achieve a more precise system to manage the operations and to introduce a performance control mode enabling, if required, the immediate execution of the corrective actions automatically suggested by the platform. The calculations underlying the measurement, the target definition and the action plans shared with the outsourcers, have become an integral part of the contracts with the BPOs.

Outcomes

Creating a “Command Center and Control Room” with different access levels and data sharing.
Increasing the know-how of the people involved in operating management.
Achieving a higher level of operating efficacy and power.
Sharply reduce the performance analysis timing through a drill down process.
Quickly identifying the areas to be optimized and the wastes to be removed.
Benchmark and identification of the best practices.
+22% Average improvement of the performances.

Business Needs

The Company needed to evaluate the Operations of its Outsourcers managing the relationship with the customers. The CS fragmentation on several Outsourcers caused process and performance disharmonies. Even rigorous SLAs did not help to improve the situation.

Furthermore, the heterogeneous data coming from the Outsourcers (basic reports) required long analysis processes that were often outdated after the analysis self.

3C-HYPEROPS KEY BENEFITS

Increase of the generated revenues and Business Opportunities.	Churn decrease and increase of the customer retention and loyalty.	Decrease of inefficiencies and service costs.

Improvement of the process solidity and compliance.	Improvement of the Customer Satisfaction and Customer Experience.	Predictive analyses to implement immediate corrective actions.

Creation of a powerful and customizable Customer Experience Analytics portal by experts in Customer Interactions and Operation Management.	Cloud-based SaaS platform to reduce the time required to build and distribute an advanced Analytics and Performance Management solution.	Designed at the Enterprise level. World-Class Enterprise solution to ensure the highest level of security and access control.

Powerful and flexible. An integrated BI engine and a full-range of functionalities: from the data discovery to the data visualization, up to self-service analytics with Visual Insight.	Uncomplicated and quick, easy to implement. Ready in a few weeks and available for all the devices and the mobile analytics.	Cheaper and risk-free. No investment, no project risk, no cost for the development activities and low effort for the IT structure.